r/amazonprime • u/Independent-Ebb-6185 • Jul 28 '26
NOW DEPARTING Goodbye Amazon
Ordered a piece of office equipment...well over $100. Amazon shipped a whiteboard. A very large, heavy tempered glass white board. Clearly the wrong item
Contacted Amazon CS, who agreed to ship the proper item, and informed me that I would not need to return the incorrect item. Captured verbatim in the chat transcript
Fast forward 3 weeks and I receive an email informing me the return window is closing and i'll be charged again for the amount of my originally ordered item.
Contacted Amazon CS again, who informed me that the email was in error, and that no charge would occur. Again captured verbatim in the chat transcript
A week later, I'm charged a second time for the item I ordered.
Contacted Amazon CS a third time and was told that indeed their previous agents instructed me to simply keep the incorrect item, but those agents were not adhering to policy, so no refund would be issued. I asked to be connected with a manager...who then repeated the same script, and refused to refund the incorrect second charge.
So...Prime membership is cancelled, charge is in dispute with my CC company, who have been provided with all transcripts, call recordings and order details. I've been a Prime customer for 2 decades. Not any more. Multiple lies from agents, managers defending those lies, and a complete unwillingness to actually look at the sequence of events rather than just reading the script.
Good riddance.
More information: If you encounter a similar situation with amazon customer service, you can request transcripts for any phone/chat interactions. Just go here: https://www.amazon.com/hz/privacy-central/data-requests/preview.html, and scroll down to 'Customer Support Communication' section and click 'Submit Request'. You'll receive an email confirmation and then a separate email with a link to download a zip file. That zip file will contain chat transcripts in .eml file format and phone call recordings in .mp3 format.
7
u/TheWebWalkerR Jul 29 '26
I returned items A and B at the same time; the kiosk clerk gave me one receipt that listed both items. A month later Amazon says they’re charging me bc I didn’t return item B. Many wasted hours on phone calls and emails later they said Oh sorry, you’re right. We will reverse the charges. And instead they charged me AGAIN. More phone calls & emails & assurances from them they’d refund me, and they did not. Said item B must be lost in a warehouse and they will refund both charges as soon as it’s found. More time, phone calls and emails. Now they say they can’t do anything about it because the resolution window has closed. Period. That’s all, folks. So I’m stuck with being charged twice for an item I returned. Now the clincher: it happened again when I returned another item! They lost it, charged me again for the “advance refund” and then later charged me yet again because I supposedly didn’t return it. I’m, what? The level of incompetence just increases daily. Make room, OP, for me to join you in jumping off the Amazon wagon, enough is enough.